Responsible for holistically reviewing the customer experience-related data and metrics. Reviews, analyzes, and addresses data/feedback from vendor software platform, and any activity relating to potential fraud. Communicate any trends to management.
Position Responsibilities:
Monitors vendor software platform responses from shareholders, reviews calls, and performs all actions necessary to resolve issues
Monitors software platform dashboard and ensures all survey results are reviewed to standard and in accordance with our timeliness goals.
Assists with updating training materials.
Identifies service issues, trends, performance concerns, training needs and system challenges.
Provides phone/queue support as needed.
Required Qualifications:
Educational background: Bachelor’s degree
Quantitative experience: 1yr-2yr transaction processing, report handling<...